Bertie Editorial · Published 28 July 2026
Claiming is the bit of insurance you buy the policy for, and it’s usually far less painful than people fear. Most claims go through without drama, and the ones that stall tend to stall for preventable reasons, usually missing paperwork or history questions. Here’s how to run a claim so it sails.
Step one, tell the insurer early
For anything planned, a referral, an operation, a course of treatment like hydrotherapy, ring the insurer before it starts. Confirm the treatment is covered for your pet’s condition, ask about any limits that apply, and note the date, time and name of the person you spoke to. Two minutes of boring admin, and it settles any dispute before one can start.
For emergencies, obviously treat first. Just tell the insurer as soon as you reasonably can afterwards, because most policies ask for prompt notification.
Step two, sort the money route with your vet
There are two ways the money can flow. You pay the vet in full and claim it back, or the practice claims directly from the insurer and you only pay your excess and any co-payment. Direct claims are kinder to your cash flow, and many practices offer them, sometimes with a small admin fee. Ask how your practice handles it before treatment starts.
Either way, the claim form usually has a section for you and a section the vet completes. Practices fill in insurance forms every week, so hand yours over early and let them do their part.
Step three, make the paperwork boring
Fast claims are complete claims. Keep together the claim form, itemised invoices, the referral letter if there is one, and any notes about phone calls with the insurer. For a new condition, expect the insurer to request your pet’s full clinical history from the vet, which is routine and is also why declaring everything at purchase makes claiming smooth.
For ongoing conditions, continuation claims follow the first one with less paperwork. Keep a running note of what’s been claimed against the condition’s limit, so the pot never surprises you.
If the claim is refused
Take a breath, because a refusal is the start of a process, not the end of one. Ask the insurer to explain the decision in writing against the specific policy wording. Genuine misunderstandings get resolved at this stage more often than you’d think, especially where the vet can clarify the clinical picture.
If the explanation doesn’t hold up, you have a formal route that costs nothing and has real teeth, and we’ve laid it out step by step in how to complain about your pet insurer.
Bertie explains insurance, it doesn’t sell it or advise on it. For a recommendation on a specific policy, speak to an authorised adviser or broker.
Your questions, answered
- How long does a pet insurance claim take?
- Straightforward claims are commonly settled within a few weeks, and direct claims paid to the vet can be quicker still from your point of view, since you only pay your share. Claims slow down when the insurer needs the full vet history or more detail from the practice, which is why complete paperwork up front is the best accelerator available.
- Do I pay the vet first and claim back, or can the vet claim directly?
- Both routes exist. Many practices will claim directly from the insurer so you only pay the excess and any co-payment, though some charge a small admin fee or only offer it for larger bills. Ask your practice how they handle it before treatment starts, so the money side is settled while everyone is calm.
- Can I claim for treatment that's still ongoing?
- Yes. For ongoing conditions you make continuation claims as treatment progresses, usually with a simpler form after the first claim sets the condition up. Keep an eye on your per-condition or annual limit as the treatment adds up, so you always know where you stand.